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论文编号：	6836
作者编号：	2120123038
上传时间：	2014/12/7 15:03:31
中文题目：	LY市智选假日酒店服务质量改进研究
英文题目：	Research on Service Quality Improvement of Holiday Inn Express LY City
指导老师：	薛红志
中文关键字：	LY市智选假日酒店;服务质量;提升对策
英文关键字：	Holiday Inn Express LY City;The service quality;Improvement strategy
中文摘要：	在国内经济持续稳步增长背景下，我国的旅游业也持续保持较快增长步伐。酒店行业作为传统的服务行业之一，在国内旅游行业持续增长的带动下，也迎来了一个良好的发展机遇。外部行业发展环境的向好，使得越来越多的资金涌入国内酒店行业，加剧了行业竞争。国内大多数酒店为打造酒店的核心竞争力，纷纷加大了对酒店服务质量的重视程度，不惜投入大量资源，以改进酒店的服务质量水平。 本文以LY市智选假日酒店为研究对象，结合酒店服务质量相关理论，采用SERVPERF方法对LY市智选假日酒店服务质量现状进行分析，结果表明：现阶段LY市智选假日酒店的服务质量水平总体比较一般。具体地，在SERVQUAL模型的五个维度中，LY市智选假日酒店仅在有形性维度表现较为优秀，在安全性、可靠性和移情性方面表现一般，而在响应性维度表现较差。其次，文章从服务质量管理层面展开分析，认为LY市智选假日酒店主要存在管理层的管理效率较低、酒店部门协调性差、员工素质总体不高、服务质量标准不符合实际、客户关系管理不够重视等问题；同时，分析认为，导致这些问题产生的原因有高层管理者缺乏战略眼光、部门间缺乏有效沟通机制、缺乏员工培训体系、酒店服务创新意识不够、酒店未引入客户关系管理信息系统等。 最后，针对存在相关问题及原因，本文建议LY市智选假日酒店要提高酒店的服务质量水平，需要从强化管理层培训、引入员工同心圆管理模式、建立高效部门沟通机制、建立员工持续培训体系、创新服务质量标准体系，以及积极引入客户关系管理系统等方面着手进行改进。此外，为确保相关改进建议的有效落实，本文还分别从培育酒店服务文化、建立合理激励机制、加大财务经费支持、建立服务标准化流程和重视客户引导等方面提出相应保障措施。
英文摘要：	Under the background of domestic economy sustained steady growth, China's tourism industry continues to faster growth. As one of the traditional service industry, hotel industry in the domestic tourism industry continues to grow, also ushered in a good development opportunity. Positive external development environment, more and more money into the domestic hotel industry, intensified competition. Domestic most of the hotel to create the core competitiveness of the hotel, have increased the importance of hotel service quality, do not hesitate to invest a lot of resources, to improve the quality of hotel service level. In this paper, we study Holiday Inn Express LY city as the research object, combined with the hotel service quality related theory, using SERVPERF method on LY, analyzing the present situation and problems of wisdom to choose hotel service quality, the results show that the present LY, Holiday Inn Express overall more general level of service quality. Specifically, in the five dimensions of SERVQUAL model, LY, Holiday Inn Express in tangibles dimension performance is relatively good, only in terms of safety, reliability and empathy, and poor performance in responsive dimensions. Secondly, the article analyzes from the aspects of service quality management, think of hotel management main LY city management efficiency is low, the hotel sector poor coordination, overall staff quality is not high, the service quality standard is not in conformity with the practical problems such as insufficient attention, customer relationship management; At the same time, the analysis, the cause of these problems have top managers lack of strategic vision, the mechanism of the lack of effective communication between government departments, lack of staff training system, hotel service innovation consciousness is not enough, not to introduce customer relationship management information system, etc. Finally, the related problems and reasons, this article suggested that LY Holiday Inn Express to improve the service quality level of the hotel, need to strengthen the management training, introducing Hand-in-Hand Cycle management model, set up efficient department communication mechanism, set up employee training system, the innovation service quality standard system, and actively introduce the aspects such as customer relationship management (CRM) system to improve. In addition, in order to ensure the effective implementation of relevant suggestions for improvement, this paper also respectively from cultivating hotel service culture, establish a reasonable incentive mechanism, increase financial funding support, to set up the standard service process and attaches great importance to the customer guide etc. Put forward the corresponding security measures.
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